Back Office Operations Analyst – Band 1

ROLE SUMMARY

As a Administrative Services Representative , you will support the accurate and timely execution of core operational processes within your functional area

You will focus on processing tasks, following established procedures, ensuring accuracy, and contributing to smooth workflow delivery. This role is essential to maintaining service quality, customer satisfaction, and operational consistency.

You will work closely with colleagues, team leads, and supervisors to ensure work is completed to expected standards, escalating issues when needed and contributing to a positive, team-focused environment.

KEY RESPONSIBILITIES

Operational Processing

• Complete daily operational tasks in line with SOPs and business rules
• Follow defined workflows accurately to meet quality and productivity targets.
• Process cases independently and escalate exceptions or unclear scenarios to senior team members or supervisors.
• Maintain up-to-date knowledge of required tools, systems, and procedures for your function.

Quality, Accuracy & Compliance

• Ensure all work meets accuracy and quality requirements.
• Follow all compliance, regulatory, audit, and data-protection standards.
• Flag errors, inconsistencies, or potential risks to your team lead early.
• Support quality checks when assigned.

Process Adherence & Improvement Awareness

• Follow standard procedures closely and identify when something does not match expected processes.
• Suggest small improvements or highlight recurring issues to support continuous improvement.
• Adopt new processes or changes quickly and consistently.

Team Support & Collaboration

• Work effectively with peers and contribute to a supportive team culture.
• Share basic knowledge or tips with newer colleagues when needed.
• Seek guidance from senior analysts/SME/SV for complex tasks.
• Communicate clearly with team members when passing on cases or escalating issues.

Data & Reporting Support

• Enter, update, or validate data accurately in systems.
• Support simple data reviews (e.g., checking for missing fields, identifying basic discrepancies).
• Highlight any patterns or issues noticed in daily work.

Customer & Service Awareness

• Keep the customer impact in mind when completing tasks (e.g., avoiding delays, ensuring accuracy).
• Handle any assigned customer-related operational actions (e.g., email-based updates) in a clear and professional manner.
• Escalate any customer-impacting issues promptly.

YOUR PROFILE

• 0-1+ years of experience in an operations environment internship or entry-level experience welcomed.
• Strong attention to detail and accuracy in processing work.
• Comfortable following structured SOPs and workflows.
• Basic understanding of operational systems (e.g., claims platforms, admin systems, Salesforce, or similar) - training provided.
• Reliable, consistent, and able to meet deadlines.
• Good communication skills for working with peers and supervisors.
• Basic analytical ability to identify simple errors or issues.
• Customer-focused mindset, even in back-office tasks.
• Adaptable to changes, new processes, and shifting priorities.
• Fluent in English; additional languages beneficial.

KEY COMPETENCIES

• Process Accuracy - Delivers high-quality, error-free work.
• Operational Discipline - Follows SOPs consistently and understands workflow steps.
• Problem Identification - Recognises issues and escalates appropriately.
• Team Collaboration - Works well with colleagues and supports a positive team environment.
• Customer Orientation - Understands how back-office work impacts customer outcomes.
• Communication - Clear, professional communication with team members.
• Learning Mindset - Willing to learn new systems, tools, and procedures.
• Time Management - Manages workload effectively and meets deadlines.
• System Navigation - Comfortable working across multiple operational tools with training.

About The Cigna Group